Crisis Management: One Size Does Not Fit All Todd Jenkins Sr. Loss Prevention Security Specialist Cracker Barrel Old Country Store, Inc. Cracker Barrel Introduction Company Overview 70k + employees 600 + stores 42 States 1 Corporate Office Lebanon, TN 1 Distribution Center Lebanon, TN 1
Obvious Vulnerabilities Shortly after 9-11, Cracker Barrel realized our vulnerabilities: 1. Distribution Center 2. Information Technology 3. Aviation 4. Corporate Office Recommendation: Start small and build Challenges Loss Prevention was tasked with completing the Crisis Management plan Early Challenges No Budget ZERO $ Lack of knowledge Lack of united leadership or buy in = Lack of departmental participation Scope of the plan Keep it Broad 2
Core Team Structure It is critical to establish a Core Team to lead the organization s Crisis Management plan. You must clearly define the roles and responsibilities of each team member. Cracker Barrel s Core Team 1. Chief Legal Officer 2. Human Resources 3. Risk Management 4. Loss Prevention 5. Media Relations 6. Operations 7. Facility Services 8. Information Technology Recommendation: Develop an Organizational Chart detailing the reporting structure. Department Critical Functions The Crisis Manager is not responsible for determining the critical functions for each department. Department Critical Functions Spreadsheet.xls CRITICAL FUNCTIONS Documents, records, forms, If the system(s) is not List functions that must supplies, etc. needed to System(s) and equipment, available, how can the task be restored within 7 days. complete the task. needed to complete task. be completed? NECESSARY FUNCTIONS Documents, records, forms, If the system(s) is not List functions that must supplies, etc. needed to System(s) and equipment, available, how can the task be restored within 7 days. complete the task. needed to complete task. be completed? STANDARD FUNCTIONS List functions that must Documents, records, forms, If the system(s) is not be restored however supplies, etc. needed to available, how can the task System(s) and equipment, can wait at least 30 days complete the task. needed to complete task. be completed? 3
Crisis Management Flow Charts Disaster Impact Notification Flow Chart.doc Disaster Response Phase Flow Chart.doc Crisis Management - Scenario Gantt Charts.doc Departmental Roles We developed an overview of each department s role during the crisis. Develop roles for each department. A checklist format is typically preferred. Departmental Roles.doc Recommendation: Keep the overview brief 4
Test the Plan Test the Plan.wmv Test the Plan Mock Table Top Exercise Things to consider when planning the exercise: 1. How long do you want the exercise to last? 2. How much/what portion of the plan do you want to test? 3. Who needs to be involved? 4. Choose a realistic crisis? 5. You will need evaluators 5
Test the Plan Distribution Center Test the Plan Distribution Center 6
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Mock Table Top Exercise Post Exercise Evaluation 1. Open and honest critique 2. Define weaknesses in the plan 3. Recommendations to improve the plan 4. Make necessary changes 5. Re-test the plan Test the Plan - Aviation Table Top Exercise Evaluator Checklist Mock Aviation Emergency Response Table Top Exercise.doc 8
Crisis Hotline We wanted a system for our stores to communicate critical incidents to our crisis team quickly and efficiently. Benefits Immediate notification of crisis Crisis Team can control the response from a central location Challenges Budget restraints Limited time to implement Crisis Hotline Flow Chart Crisis Hotline Communication Flowchart.doc 9
Crisis Management: One Size Does Not Fit All THANK YOU!! Todd Jenkins Sr. Loss Prevention Security Specialist Cracker Barrel Old Country Store, Inc. FEMA s Private Sector Coordination During Crisis Lori Rivera FEMA Private Sector Division 10
Whole Community Approach There's no way government can solve the challenges of a disaster with a government-centric approach. It takes the whole team. And the private sector provides the bulk of the services every day in the community. Craig Fugate, FEMA Administrator Private Sector Coordination National Response Coordination Center 10 Regional Liaisons Field Operations Situational Awareness Troubleshooting Synchronized efforts 11
Joplin, Missouri Deadliest and most destructive single tornado in the U.S. in more than 60 years Two retail areas impacted and 400 businesses Retail Issues Resolved Access Debris Curfew 12
Maine New Hampshire Vermont Massachusetts Connecticut Rhode Island Pennsylvania New Jersey New York Virginia Hurricane Irene Impacted States and Territories West Virginia Maryland Washington D.C. North Carolina South Carolina Georgia Florida Virgin Islands Puerto Rico G A W V S C F L P A V A N C M D N Y N J D E V T N H M CA T ME PR/USVI Working as a Team FEMA shared data feeds, situation reports, advisories and other info with private sector 13
Working as a Team Private sector helped inform government planning and decisionmaking with information on plans, actions and store status before and after the storm. Resources Disaster Advisories Steady state updates FEMA daily operational reports Subscribe by e-mailing Lori.rivera@dhs.gov One-Shopping Website www.fema.gov/privatesector 14
Downloadable Tabletop Exercises www.fema.gov/ privatesector AK Guam American Samoa U.S. Trust Territory of the Pacific Islands HI OR WA CA X Regional Liaisons NV IX ID AZ UT MT VIII WY NM CO ND SD TX VII NE OK KS VI IA AR LA MN MO V WI IL MS MI IN AL KY TN IV OH GA WV SC II III NC FL PA VA NY NH ME VT NJ I DE MD DC MA CT RI Puerto Rico Virgin Islands 1 2 2 Bruce Brodoff (617) 956-7517 Bruce.brodoff@fema.gov Terry Winters (212) 680-0000 Terence.Winters@fema.g ov Maria Davila (305) 762-8279 Maria.Davila@fema.g ov 3 4 5 Stephanie Pyle (215) 931-5654 Stephanie.Pyle@fema.g ov Phil Strouse (770) 220-5249 Philip.Strouse@fema.g ov Kimberly Phillips (312) 408-4413 Kimberly.L.Phillips@fema.g ov 6 7 8 Winston Barton (940) 898-5525 Winston.Barton@fema.g ov Scott Weinberg (816) 283-7536 Jonathan.Weinberg@fema.g ov Megan Floyd (303)235-4638 Megan.F.Floyd@fema.gov 9 10 Michael Cummings (510) 627-7220 Michael.Cummings@fema.gov Lucianne Phillips (425) 487-2104 Lucianne.Phillips@fema.gov 15
Call to Action Join the growing number of retailers partnering with us to make a difference! Be a Private Sector Representative Mentor a small business Inform Survivors Share Operational Data Pledge to Prepare DISCUSSION 16